KERETAPI TANAH MELAYU BERHAD

TERMS AND CONDITIONS OF KERETAPI TANAH MELAYU BERHAD

ONLINE TICKETING SERVICE AND MOBILE APPLICATION

This document set out the terms and conditions applicable for reservation of tickets through Keretapi Tanah Melayu Berhad
(‘KTMB)’s online ticketing service (‘e-Ticket’) and mobile application (‘Mobile App’) which is governed by Malaysian law. These
terms and conditions are subject to change at any time. You will be deemed to have accepted all terms and conditions if you make
reservation through the service. If you do not agree to these terms and conditions, you should discontinue your transaction.

1. Availability of tickets
1.1 Tickets are subject to availability and KTMB’s general terms and conditions, and to particular terms and conditions
that apply to each ETS and Intercity service.

2. Accuracy of information
2.1 We do our best to ensure that information and fares displayed on the services are correct.

3. In using e-Ticket/Mobile Apps, you agree that:

3.1 You will use this service only for your personal use and not for any unlawful or illegal purpose.
3.2 You will not modify, transmit, copy, sell or transfer any information or service you may obtain from this service.
3.3 You will be responsible for any charge, cost and/or liability that arise, out of your use of this service.

4. Copyright
4.1 No part of this service may be copied, published, broadcasted or adapted without KTMB’s prior written consent.

5. Ticket
5.1 Purchase of ticket must be done at least two (2) hours before train departure.
5.2 Tickets for trains departing from Woodlands, Singapore will be charged and payable in Singapore Dollar
denomination.
5.3 A maximum of 6 tickets can be purchased for each transaction via e-Ticket and a maximum of 2 tickets can be
purchased for each transaction via the Mobile Apps.
5.4 Purchase of tickets for selected ETS/Intercity trains is subject to terms relating to minimum distance.
5.5 Passenger’s name, IC/Passport number and gender must be registered during purchase of ticket.
5.6 Passengers are responsible to ensure their details registered during purchase of ticket are correct.
5.7 Passengers must save their ticket in PDF format via smartphone or tablet or print the ticket for inspection and
verification purposes at station and on board the train.
5.8 Passengers may print the ticket at their own printer or at ETS/Intercity ticket counter;
i. At least one (1) hour before train departure, and
ii. Passenger must produce valid ticket ID or ticket reference

6. Type of Ticket
6.1 Adult
a. For passengers aged 13 years and above

6.2 Child
a. For passengers aged 4 to 12 years
b. Passenger below 4 years may travel free of charge (without seat reservation)
6.3 Concession
6.3.1 Terms and conditions
a) Concession ticket is applicable for Malaysian citizen only to travel on ETS or Intercity services except
Shuttle Tebrau.
b) Concession ticket is not valid for foreigners or permanent residents. .
c) Valid documents are required for purchase of ticket.
i. Senior Citizen
a) 60 years and above
b) MyKad
ii. Government pensioner and wife

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a) Pensioner card issued by Public Service Department or Department of Veterans Affairs

b) MyKad
c) Marriage certificate
iii. Disabled
a) Registered with Department of Social Welfare
b) Disable registration Card
c) Mykad
iv. Army / Police and spouse
a) Authority card
b) Mykad
c) Marriage certificate
v. Fire-fighters
a) Authority card
b) Mykad
vi. Ex-Army / Ex-Police
a) ex-army / ex-police membership card
b) Mykad
vii. Student
a) KTMB i-Card holder
b) KTM i-Card
c) MyKad
6.3.2 Passenger’s name and MyCard number must be registered during purchase of ticket.
6.3.3 Tickets are not transferable.
6.3.4 Penalty and full fare will be imposed if passenger unable to provide a valid ticket or valid documents
during inspection of ticket on boards the train.
6.3.5 Terms and conditions are subject to change without prior notice.
6.3.6 For further details please contact Customer Service at 03-22671200 or email to callcenter@ktmb.com.my

7 Payment of Ticket

7.1 Payment for web ticket (e-ticket)

i. Credit Card : Visa and Master
ii. Maybank2u
iii. MyBSN
iv. iPay88 (internet banking for selected banks)
7.2 Payment for mobile apps (Mobticket)
i. iPay88 (internet banking for selected banks)

8 Ticket Inspection
8.1 Tickets are not transferable.
8.2 Ticket is valid only for passengers with their name and IC/passport number stated/printed on ticket and
passengers list.
8.3 Passengers traveling with concession ticket must produce an original copy of the following document(s) during
ticket inspection:-
i. Senior Citizen
a) MyKad
ii. Government pensioner and wife
a) Pensioner card issued by Public Service Department or Department of Veterans Affairs
b) MyKad
c) Marriage certificate
iii. Disabled
a) Disable registration Card
b) Mykad
iv. Army / Police and spouse
a) Authority card
b) Mykad
c) Marriage certificate
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v. Fire-fighters
a) Authority card
b) Mykad
vi. Ex-Army / Ex-Police
a) ex-army / ex-police membership card
b) Mykad
vii. Student
a) KTM i-Card
b) MyKad
8.4 Passenger must pay the full fare and a surcharge MYR100.00 (Malaysia Ringgit One Hundred) if:-
i. Unable to produce a valid ticket, or
ii. Unable to produce original copy of the above document(s) (refer 8.3), or
iii. Foreigners or permanent resident travelling with concession tickets, or
iv. Passengers travelling with concession ticket on shuttle service JB Sentral – Woodlands – JB Sentral.

9 Unsuccessful Transaction

9.1 If a customer has been charged for ticket fare and ticket reservation was unsuccessful, KTMB shall refund the
ticket fares.
9.2 Process of refund:-
9.2.1 Payment of ticket fare via Visa, Master, Maybank2u or MyBSN
i. Auto-refund of ticket fare to customers’ account is within 14 working days.
9.2.2 Payment of ticket fare via iPay88
i. Customer must contact Customer Service and submit their payment details via email
callcenter@ktmb.com.my or telephone 603-22671200.
ii. Refund of ticket fare to customers’ accounts is within 14 working days.
9.3 Refer 9.2, Process of refund, if a customer does not receive any refund after 14 working days, please contact
Customer Service via email callcenter@ktmb.com.my or telephone 603-22671200.

10 Reschedule or Amendment of Ticket

10.1 Reschedule or amendment of ticket must be submitted to ETS/Intercity ticket counter at least 24 hours before the
departure time printed on the ticket.
10.2 Reschedule or amendment of ticket for shuttle service JB Sentral – Woodlands – JB Sentral is not permitted.
10.3 Passengers must produce a valid printed ticket or ticket ID or ticket reference to ETS/Intercity ticket counter.
10.4 Terms and conditions:-
i. Only amendment of travelling date and/or time of departure and/or coach type are allowed.
ii. Amendment of origin or destination station is not allowed.
iii. Reschedule or amendment of ticket will be allowed once only.
iv. KTMB may impose administrative fee for each ticket.
10.5 No refund will be given for the difference in ticket fare if the passenger downgrades ticket to a lower class.

11 Cancellation of Ticket and Refund of Fares

11.1 Terms and conditions for cancellation and refund of ticket fare :-
i. No refund of ticket fares will be given if the cancellation of ticket is less than two (2) hours before
departure time.
ii. For any cancellation submitted less than 72 hours prior to train departure; a refund of 50% of the ticket
fare will be given.
iii. For any cancellation submitted more than 72 hours prior to train departure; a refund of 75% of the ticket
fare will be given.
iv. No refund of administrative fee or any other charges.
11.2 Refund procedure:-
i. Cancellation of ticket must be submitted to ETS/Intercity ticket counter at least two (2) hours before
departure time.

ii. Customer must produce a valid printed ticket or ticket ID or ticket reference and together with their
IC/passport.

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11.3 Term of refund:-

i. Payment of ticket via Master or Visa;

- Refund of ticket fare will be credit to customers account within 30 days.

ii. Payment of ticket via Maybank2u or iPay88;

- Refund of ticket fare will be pay to customer in cash.

12 Changes or Cancellation by KTM BERHAD

12.1 If any changes or cancellation is made by KTMB to any coaches or train services, KTMB’s maximum liability is to
refund the ticket fares only.
12.2 Changes of coach type or train departure time
- Application for refund of ticket fare must be submitted to ETS/Intercity ticket counter before train depart.
12.3 Cancellation of train service
- Application for refund of ticket fare must be submitted to ETS/Intercity ticket counter within 14 days from
departure date.
12.4 Refund of ticket fare subject to 11.3, Term of Refund.

13 Incorrect Travel Details

13.1 KTMB accepts no liability for any error in travel details due to:-
i. Incorrect information keyed in by the customer during purchasing of ticket.
ii. Force majeure or any matter beyond KTMB’s reasonable control.

14 Others

14.1 Animals are not allowed to be carried into ETS or Intercity train.
14.2 Bicycles or folding bike or any bicycle components are not allowed to be carried into ETS or Intercity train.
14.3 For safety and comfort of other passengers, KTMB have right to refuse any excess luggage or parcel to be carried
on board the train.
14.4 For delivery services please contact KTM Distribution at 1800 22 5863 or 03-2274 9244 or email to
customercare@ktmd.com.my.
14.5 Service charge will be imposed for every excess luggage or parcel carried on board the train.
14.6 These terms and conditions are subject to change without prior notice.
14.7 For inquiry please contact Customer Service:-
i. Email : callcenter@ktmb.com.my
ii. Telephone: 603-22671200

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